Alison Smith Email & Phone Number

Fargo, North Dakota Area

Manage and grow relationships with clients. Engaging internal teams strategically to provide creative solutions and provide exceptional service. Proactively seeking opportunities to improve the way we do business to streamline service specific to each clients preference.

•Engaged trainees though the use of adult learning principals and motivating training methods.•Developed relationships with other business lines to collaborate on individual and company goals.•Designed, tested, and implemented effective training for eight second skill training programs.•Took balanced risks by creating two new training modules to improve regulation compliance results for new and existing employees.•Demonstrated adaptability by working with continuously changing procedures and regulations. •Maintained a flexible schedule to accommodate all trainee’s shifts, including overnight requests. •Managed multiple tasks and projects effectively with concurrent deadlines.•Innovated several training activities to drive motivation, participation, and exceptional results.

•Worked with credit card holders and Visa/MC to resolve complex charge dispute cases (representing customer in disputed charges)•Exceeded case quota expectations consistently, demonstrating advocacy for the customer•Took balanced risks when making decisions that affected both the customer and my employer•Demonstrated attention to detail by achieving no representative error monetary write-offs in 2011

•Provided coaching to phone representatives and took escalated calls as a supervisor on the spot•Assisted difficult customers with complaints and negotiated to serve both parties•Demonstrated independent decision making by using override and exception procedures•Created innovative solutions to overcome unique situations on escalated supervisor calls